Automatically Release Agent Capacity - Frequently asked questions
Frequently asked questions
What is the purpose of automatically releasing agent capacity in Zendesk?
Automatically releasing agent capacity helps manage workload by marking conversations as inactive after a set period of no response from the end user. This allows new conversations to be routed to agents without them needing to manually update…
How do you configure the auto-release capacity setting in Zendesk?
To configure the auto-release capacity setting, go to Admin Center, click Channels, then select Messaging and social > Messaging. In the Advanced section, click Capacity release, turn on auto-release capacity, set the inactivity period, choose a…
What are active and inactive messaging tickets in Zendesk?
Active tickets have recent responses from the end user, while inactive tickets haven't had a response in a specified time or have a status other than New or Open. By default, a ticket is inactive if there's no reply in 10…
What should you consider when using capacity release settings in Zendesk?
When using capacity release settings, ensure the improved messaging backend is enabled. The default inactivity period is 10 minutes, and settings apply to all open tickets assigned to agents. It's recommended to configure during low-volume times as…
Why might the capacity release setting not be available in Zendesk?
If you can't find the capacity release setting, ensure you're following the correct steps in Admin Center. If it's still unavailable, it might be due to differences in your environment or settings not being…
How does the auto-release capacity setting affect ticket status in Zendesk?
The auto-release capacity setting can change ticket status when a conversation becomes inactive, which helps triggers run more effectively. You can select statuses like Pending, On-hold, or Solved for inactive…
Can the auto-release capacity setting be used without omnichannel routing in Zendesk?
Yes, the auto-release capacity setting can be used without omnichannel routing. It helps manage agent capacity by automatically releasing it without requiring manual status…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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